Pro-Active Retention/Sale Agent - Job Details

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Job in 'Customer Service' discipline and 'Call Centre' category

Advertised Details
Job title: Pro-Active Retention/Sale Agent
Reference code: CUST10096
Job category: Call Centre
Position status: Vacant
Min Salary (p/m): Market related
Position type: Permanent
Max Salary (p/m): Market related
City: Randburg
Tracker requires the services of a Pro-Active Retention/Sale Agent. The position is based at our Head office in Johannesburg. The candidate will be required to ensure Customer Service Standards are maintained and reach sales targets whilst working in a highly pressurized environment.
We require a diligent, committed and hard-working individual, who can be a part of a highly motivated team.


• Upselling /cross selling Tracker products and value added services
• Meet and exceed the sales quotas
• Maintain contact and build lasting relationships with customers
• Make sales calls and contact both potential and existing customers
• Keep records of all interactions with customers
• Keep abreast of the latest market trends and remain updated on product knowledge
• Development of innovative and creative sales techniques
• Upselling/cross selling on different campaigns
• Marketing of Tracker to both existing and prospective clients
• Contract administration, feedback and daily statistical reporting
• Ensure that Customer Service standards are maintained in a highly pressurized environment
• Follow up leads/queries
• Liaise with all necessary parties regarding scheduled fitment
• Identify the needs of a customer and meet those needs through the purchase of products or services
• Take inbound and make outbound calls according to campaigns, cancellations etc.
• Demonstrate excellent knowledge of product and service offerings, system knowledge, client history, retention criteria and loss ratios in order to provide an improved customer experience and retain the customer
• Show tolerance and patience in understanding customer complaints, reason for cancellation and ability to positively turn around the call
• Negotiate and make relevant product and service adjustments in line with product pricing and Trackers Pro-active retention strategy
• Dealing with customer queries and complaints in a competent, efficient and professional manner, in accordance To Trackers quality standards and values
• Provide constant feedback to management and other departments
• Manage multiple outbound campaigns
• Ensure all set targets are achieved
• Ensure quality benchmarks are achieved
• Manage time and workloads to ensure that deadlines and targets are met
• Initiate proactive opportunities to better service and retain customers based on successes, issues, trends and ideas
• Proactively suggest improvements in customer service
• Align own behaviour with Trackers culture and values
• Ensure achievement of own performance objectives


• Minimum Matric qualification
• FAIS accreditation will be an advantage
• RE5 will be an advantage
• Previous call centre experience in a sales or retention environment – advantageous
Skills Required
Skills and Competencies:

• Customer centric
• Attention to detail
• Deadline and results oriented
• Initiative
• Enthusiastic and passionate about the job and Tracker
• Teamwork• Judgment/Problem solving
• Adaptability
• Integrity
• Tolerance for stress
• Selling skills
• Interpersonal and communication skills
• Negotiation skills
• Objective handling
• Influencing

Medical Aid and Pension Fund

Please note if you are not contacted within 4 weeks, consider your application unsuccessful.

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